Integrating ServiceNow Virtual Agent Chat Transfer – Guidelines

This section covers how to configure and enable ServiceNow virtual agent connector to the tenant Instance.

Pre-requisite:

  1. Access needed for BigFix AEX Global Admin Portal.
  1. Global Admin URL: https://BigFix AEXglobaladmin.mybluemix.net/
  2. ServiceNow Credentials needed

Base URL: https://dryicegbpdevdemo.service-now.com

Username: BigFix AEX@hcl.com

Request Id: asd2423-sda23-qwe23-we23

Enterprise Id: ServiceNow

Token

Password

Bot Id: A85PWLERF

Message: Live Agent Support

Client Message Id: ABC-123

API Key: YzZmNGQyY2YtNDE0OC00YWJjLWExZjYtODQyMjJiMmVhMDQxLTZkODQ2MjhjLWNiOGEtNDBhOS1iYjE1LTUxYTZjMjM0ZTdkMA==

Step by step Procedure:

  1. First login to Global Admin Portal.
  1. For enabling ServiceNow virtual agent, click configure symbol] next to the tenant you want to configure.
  2. Click “Open” link in “Choose Integrations” box as shown in the below figure:
Figure 1. Figure 51 – Tenant’s Integration Page
  1. To configure ServiceNow Virtual Agent Connector on tenant, go to the ServiceNow Virtual Agent integration and click Open. It will open a new page and asks you to enter the required information.
Figure 2. Figure 52 – Tenants
Graphical user interface, application Description automatically generated
  1. Fill out all the fields in the form. The brief description of the form elements are as follows:
  2. Base url: URL to hit ServiceNow Virtual Agent’s API.
  3. API key: API key used to hit ServiceNow Virtual Agent API.
  4. Resource Id
  5. Enterprise Id
  6. Username/Password
  7. Token
  8. Bot Id
  9. Message: Message to publish on chat window
  10. Client-Message-Id
  11. Publish key: This key is auto generated once the Generate key button is clicked.
  12. Generate key Button: Once clicked, this button will populate publish key field and both field and button will be disabled then.
  13. Test Button: This button tests the credentials of the given connector, if input creds are correct
  14. Test button gets converted into green Tick mark indicating correct credentials
  15. If input creds are wrong, or something fails while testing the creds, test button turns into red cross mark.
  16. Save Button: Save button is used to submit creds and enable integration on selected tenant.
Figure 3. Figure 53 – ServiceNow Virtual Agent connector form with filled values
Graphical user interface, text, application, email Description automatically generated
Figure 4. Figure 54 – ServiceNow Virtual Agent form with correct credentials after clicking Test Button
Graphical user interface, text, application, email Description automatically generated
Figure 5. Figure 55 – ServiceNow Virtual Agent form with wrongs creds after clicking Test Button
A screenshot of a computer Description automatically generated with medium confidence
  1. Click on Save Button to enable the integration.
Figure 6. Figure 56 – Success Message
Graphical user interface, application Description automatically generated

  1. Launch the instance.

  1. Figure 57 – Launch the Instance

    1. Navigate to Integration module  List of integrations
  1. Here you will see a rule with name SERVICENOW_VIRTUAL_AGENT which is used to communicate with live agent.
    Figure 7. Figure 58 – Integrations List
    Graphical user interface, text, application, email Description automatically generated

    Figure 8. Figure 59 – Openwhisk
    Graphical user interface, text, application, email Description automatically generated

    1. In the openwhisk there is an openwhisk action with servicenow_virtual_agent.
  1. These steps ensure that ServiceNow Virtual Agent is successfully enabled on your instance.